Manager Of Technical Support Engineering

The role

Quick Quiz:

✓ Are you energized by building high-performing technical teams from the ground up?
✓ Are you passionate about developing minds to solve complex technical challenges?
✓ Do you excel at creating teams that blend technical depth with customer-centricity?

This opportunity is more than just a management role – it's a chance to play a pivotal role in Glia Vancouver office. As Manager of our Vancouver Client Engineering team, you'll build and lead our largest technical support engineering team in the Americas.  You'll ensure our enterprise customers' success with Glia's platform post-implementation by mastering both our technology and the art of technical problem-solving.

You'll have the unique opportunity to:
• Develop a high-performing technical support engineering team
• Create the processes and culture that encourage rapid skills growth and career advancement.
• Drive technical excellence necessary to meet our clients’ most complex technical challenges
• Make your mark on a fast-growing global tech unicorn.

The salary range is CAD 90.000 - CAD 130,000 annually.  Commensurate with experience and performance.

What you'll do

• Build and lead a high-performing, office-based, technical support engineering team
• Establish a culture of technical excellence and continuous learning
• Drive the successful resolution of complex platform and configuration challenges
• Create robust processes for investigating and resolving technical issues
• Partner with Professional Services for smooth post-implementation transitions
• Ensure platform stability and optimal performance for enterprise customers
• Foster strong relationships with customer technical teams
  
  Requirements
• This is a 100% in-office role based (Vancouver)
• 3+ years of experience in leadership of product/technology support teams
• 5+  years of previous experience in technical support, implementations engineering or other client-facing technical roles
• Willingness to work from the Vancouver office 5 days a week
• Good knowledge of RESTful technology, previous experience with APIs, and the ability to understand and troubleshoot issues with cloud solutions
• Excellent reading, listening, and writing skills in EnglishA firm understanding of the technology stacks common to the Web ecosystem
• High competency in communicating complex issues to both technical and non-technical audiences
• Ability to professionally and diplomatically address customer concerns and provide concise feedback
• Strong desire to deliver positive customer experiences by identifying their problems and guiding them through complex technical solutions
• Experience supporting onboarding new members and creating new processes

Bonus:

• Skilled in troubleshooting network connectivity issues, with an understanding of TCP/UDP, and basics of SSL/TLS.
• Understanding of WebRTC and other web technologies.
• Broad capabilities to troubleshoot server-side code (C#, Java, Node.js, Ruby, or PHP) and client-side code  (JavaScript, Android, iOS).
• Domain of Spanish
  
  

Benefits

• Competitive salary and stock options
• Professional development support  (trainings, courses, conferences, books, etc)
• Access to all the latest tools and equipment you’ll need
• Team events: annual employee awards, internal hackathons, and a dozen cool events from cooking to the Glia olympic games :)
• Diversity: 25 countries represented